Job Description
Luma Fertility is a patient-centric fertility care provider dedicated to delivering compassionate, transparent, and high-quality reproductive healthcare. We are seeking a skilled Customer Relationship Manager / Floor Manager to serve as the primary point of contact for our patients, ensuring a seamless, welcoming, and reassuring experience. This full-time, in-person role is open only to female candidates and focuses on managing patient flow, coordinating care teams, and upholding our clinic’s service standards.
Your responsibilities will encompass patient coordination, floor management, and service excellence. Key duties include:
• Serving as the primary point of contact for patients, ensuring a warm and hospitality-driven experience.
• Managing patient flow on the clinic floor and coordinating appointments, procedures, and follow-ups.
• Acting as a bridge between doctors, nursing staff, and patients to facilitate smooth communication.
• Handling patient concerns, feedback, and escalations with empathy and professionalism.
• Training and guiding front-desk staff to maintain high service standards and clinic protocols.
• Maintaining accurate patient records, daily operational reports, and supporting documentation.
Skill Requirement
The ideal candidate will have excellent interpersonal skills, a calm and empathetic demeanor, and experience in a patient-facing or premium service environment. You should be organized, proactive, and comfortable working in a clinical setting.
Must-have qualifications:
• Excellent communication, interpersonal, and customer service skills.
• Calm, empathetic, and professional approach to patient care.
• Ability to manage multiple priorities and patient needs efficiently.
• Strong coordination and problem-solving abilities.
• Minimum 2–5 years of experience in customer/patient relationship roles.
• Open only to female candidates.
Preferred experience:
• Background in fertility clinics, hospitals, healthcare, or wellness centers.
• Experience in hospitality, airlines, or premium service industries is highly preferred.
• Basic knowledge of hospital operations, clinical workflows, and MS Office/hospital management systems.
What We Offer:
• Competitive monthly salary with performance-based incentives.
• A compassionate and professional work environment.
• Opportunity for growth within a leading fertility care brand.
• Working hours as per clinic operations, which may include rotational shifts.